PIIMS® SUPPORT MAINTENANCE AGREEMENT

Customer and Technical Support. PIIMS® will provide technical support for the Software to the Administrator and the End Users. PIIMS® will provide telephone and email support to the Administrator and the End Users that are located within the U.S. All such support will be provided in English during PIIMS®'s normal business hours, currently Monday through Friday from 8:30 a.m. to 5:00 p.m. Eastern Time, excluding all U.S. federal holidays. PIIMS® technical support will work with the Administrator and End Users to address issues related to the use of the Software. PIIMS® will not, under any circumstances, provide support regarding an Administrator’s or End User’s internet connectivity issues or computer hardware issues. PIIMS® may conduct maintenance of the software. This maintenance, when performed will be scheduled during off-use hours, where possible. Since PIIMS® is a 24/7 application, maintenance or updates will be scheduled or performed during least impactful hours. This may be determined by the number of users online during a specified time period.

Scheduled Downtime; No Training or Technical Support. There is no regularly scheduled maintenance downtime. When updates or maintenance is scheduled, users will be notified in advance. During that time the Software or Services may not be available for use. PIIMS® has no obligation under the terms of this Agreement to provide support or maintenance services in connection with the Software or Services unless otherwise specified in this Agreement.

Changes/Interruptions in Services. We may on a regular basis perform maintenance on our equipment or system, which may result in interrupted service. We also may need to change the scope of our Services. We will attempt to provide prior notice of such interruptions and changes but cannot guarantee that such notice will be provided.